Electronic health records (EHRs) have become an indispensable tool in healthcare today. As hospitals and health systems navigate the complex process of selecting an EHR vendor, avoiding hidden costs and ensuring transparency are paramount. Here are five key questions to consider when evaluating EHR vendors to maximize ROI, maintain workflow continuity, and achieve overall success.

1. How transparent is the cost breakdown?

With budgetary constraints more challenging than ever, it’s crucial to identify all contract elements comprehensively. Seek a detailed account of software, hardware, and services components, including costs for data migration, staff augmentation, medical device interfaces, and interoperability. Validate the scope of implementation, configuration, and ongoing support services. Determine any third-party costs that are not covered by the EHR vendor and confirm if there are monthly service support limits. Identify whether your organization will be billed by volume or a fixed cost solution and determine the total cost of ownership from contract signing to renewal.

2. Is the system adaptable and interoperable?

Look for an architectural framework that addresses evolving challenges in interoperability, scalability, and real-time performance data. The system should provide a comprehensive longitudinal patient record that can seamlessly cross multiple sites and environments, adapting to changing data needs over time. Seek a solution that can normalize disparate data sources for seamless interoperability, meeting both current and future innovation requirements.

3. How will it impact staffing?

Organizations often underestimate the staff that is required for EHR implementation and ongoing system management. With persistent clinical and IT staffing challenges, it’s important to understand a vendor’s staffing requirements and support services. Consider whether the new system offers a robust, out-of-the-box solution that can be customized, and how it will affect current clinical, administrative, and financial workflows. Look for a reliable and integrated system that is intuitive and user-friendly, built by clinicians for clinicians, with 24/7 end-user support to minimize the burden on staff.

4. Is System and medical device integration included?

Data migration and integration among systems, devices, and other technologies are critical components that can sometimes be costly add-ons. Understand exactly what elements are included, whether there are limitations around the EHR system’s technology, and what additional costs may be incurred to bridge those gaps. Consider future integration costs as well, such as migrating to different medical devices or vendors. Confirm that the EHR vendor does not limit the hospital’s options.

5. How will operational disruptions be mitigated?

Not all EHRs require downtime for scheduled updates, security patches, and upgrades. Seek a solution that delivers 100% uptime for maintenance, upgrades, and unplanned incidents. Investigate the vendor’s history to understand their experience in avoiding clinical dissatisfaction, poor patient care, and financial losses due to system downtime.

Choosing an EHR system is a pivotal decision with far-reaching implications on both the clinical and operational fronts. Trust and transparency are essential in fostering a successful relationship between the vendor and the hospital system. Healthcare organizations with a complete understanding of both upfront and long-term investments, including impacts on staff satisfaction, workflows, and patient care, will have the most satisfactory outcomes throughout the EHR acquisition, implementation, and utilization process.

The vendor’s success should be defined by the hospital’s success, reflecting a true partnership where the vendor acts as an extension of and integrates seamlessly into the organizational team. Transparency from the outset, and exploring all options, such as the comprehensive system as a service model, will set the system up for success for years to come.

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